In the evolving world of customer service continuous learning is becoming increasingly essential. At Telia we combine efforts with our customers and offer the services of a team of professional consultants who bring new insights to organizations and its people. Recently, we had the privilege…
Making or rescheduling an appointment shouldn’t be a big deal. And making appointments online in an intuitive online system is considered basics in today’s customer experience. HK implemented Telia ACE’s BookMe, made significant time savings, and none of the members noticed a thing. HK is…
Each year at the trade show Kundeservicedagene, the prize for Norway’s best customer service is handed out. Winners are chosen in the banking, insurance, telephony, broadband, power, TV, and travel industries, as well as for best public organization. The winners are selected based on customer…
Telia participated in the trade show Kundeservicedagene that took place in Fornebu in the outskirts of Oslo in the middle of May 2023. “It’s an important event for us since the Norwegian market is important to us. Telia is still relatively unknown in Norway and…
Anna Ekblom Romu works as an Interaction Analytics specialist at Telia and helps our customers get started with the tool. She says that the participants that start exploring the system quickly get drawn into the numbers and enter a state where it’s hard to contact…
Every year Resurs’s customer service takes one and a half million calls in four different languages. Johanna Bernshed and her colleagues use speech to text to find the truth about why the customers are calling and what takes place during the call. “We don’t just…
Things are moving fast in the AI area. Massive developments are happening each day and it’s hard to keep up. No one can say with certainty how the workday will change for contact center professionals, but it will hopefully be more fun, less stressful and…
During the Telia ACE Roadshow this past fall we asked the participants a number of curious questions about their focus areas and challenges. One topic that many find interesting is skills supply: How do you get your staff to stay and how do you attract…
When we asked the participants at the CX Roadshow 2022 what’s important for the customer facing employees 57 percent answered that they want to have the opportunity to work remotely. 54 percent answered that flexible schedules are important and 52% said that the work tasks…
For an optimization to become truly successful you need to focus on creating customer value rather than simply bringing out the cheese slicer. Luckily, now there is technology that allows you to save time, as well as improving the experience for both customers and staff.…